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WO-01303587 ↗ ServiceMax

Western NY Department of Developmental Disabilities • Inspection • PSM

📍 Getzville Community Home Haussauer Rd — 25 Haussauer Rd, Getzville NY, 14068

Sep 10, 2025 → Oct 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (14 biz days late)
Active: 29 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 30, 2025
14 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 14 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 22, 2025
15 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 29 of ? biz days used
Created: Sep 10, 2025 Completed: Oct 22, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 30 Ready for Scheduling ▶ Running 14 14
Sep 30 → Sep 30 Assigned ▶ Running 0 14
Sep 30 → Oct 22 Scheduled ▶ Running 15 29
Oct 22 → Oct 22 Tech On Site ▶ Running 0 29
Dispatch 0.0d
Coordinators 30.5d
Field Work 0.7d
Billing 3.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
30.5 days
Over SLA
Field Work
0.7 days
Billing
3.4 days
Over SLA
Created: Sep 10, 2025 Due: Oct 31, 2025 Completed: Oct 22, 2025 (9 days early)
📅
30.0 days Total Age
⏱️
15.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
31.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525862
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment PM 1 piece https://www.ebiotrack.com/inspection.php?iid=29739
Priority
Standard
Origin
Email
Reason
New Case
Contact
25 Haussauer Rd House Supervisor Please call, do not email unless no answer
Owner
Leona Coonrod
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303587 (current) Invoiced
Inspection • Erwin Forster
Created: Sep 10, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 15.5 days stuck in "Scheduled"
⏱️
Total Delay 31.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
15.0d / 1.0d SLA
Scheduled
15.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
3.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9/30 KSmith -- Scheduled for 10/22 with Megan

CONFIRMED


09/11/2025 LHill-sent chatter to Dylan/Acct. Mgr-Please update the contact for this location in SMX and EBT to Megan. Ph # can stay the same.


09/11/2025 LHIll-spoke w/Megan at 716-639-8769 she confirmed contact & equipment.

Scheduling ahead needed: Yes 


Certain day or time: M-F 24 hour facility.


Confirmed contact information is correct: Yes

🔧 Work Performed
PM inspection (1) Ceiling Lift
🔍 Technician Findings
1 lift onsite.
⚠️ Problem Description
Inspection: Annual Equipment PM 1 piece https://www.ebiotrack.com/inspection.php?iid=29739

Timeline

📞
Case Linked Sep 9, 11:12 PM
Case Number: 00525862
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 10:50 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 15.0 business days
👷
▶
3 Technician Assigned Sep 30, 3:57 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 20d 5h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-22T13:30:00.000+0000
🚨 16.0 business days
🔧
Status: Tech On Site by Erwin Forster Oct 22, 1:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21d 21h
✔️
Status: Completed by Erwin Forster Oct 22, 2:07 PM
From: Tech On Site
To: Completed
Duration in Previous: 50m
⏱️
3x Labor Added Oct 22, 6:12 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 0.5, 17
🏁
Status: Closed by Erwin Forster Oct 22, 6:38 PM
From: Completed
To: Closed
Duration in Previous: 4h 30m
⏳ 2.7 business days
📄
Status: Ready to Bill by Diane Patton Oct 24, 5:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
⏳ 3.9 business days
📨
▶
2 Status: Invoice Pending Oct 29, 5:07 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Oct 30, 11:11 AM
Invoice Number: SM-245101

Bottlenecks

Ready for Scheduling
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Scheduled
Duration: 15.5 business days (threshold: 2.0 business days)
Exceeded by 13.5 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00525862
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
N/A
Technician
Erwin Forster
Scheduled
Oct 22, 9:30 AM
Created
Sep 10, 10:50 AM
Invoice #
SM-245101

Work Details (3)

Name Type Status Qty Amount Date
WL-02980515 Labor Open 0.75 $0.00 Oct 22, 6:12 PM
WL-02980516 Labor Open 0.5 $120.00 Oct 22, 6:12 PM
WL-02980517 Travel Open 17 - Oct 22, 6:12 PM

Details